Why Skillful Agents Gain Over Naive and Fresher Ones?
If you are in training department of a call center, you may have experienced the dismay to see that yet one another batch falls short of expected category. Due to the always needed workforce, HR has to keep recruiting them and training department has to take them through to product level. From the pre-assessment to final training round, the hired group keep lagging behind and lacking the strongest part of being an agent- Skills. The newly recruited agents could be either naïve or have some attitude and personality problems that are not deemed as fit for Customer Support Executive job. After taking some calls, they realize that a calling job is much more than just answering on phone and resolving queries. Interactions with some furious customers make them nervous and furious. Frustrated they, leave their job in no time. This leads to increased costs and attrition in a call center and hampers the progress of project as well. At this point, training may not be the one to blame. The first ...
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